{"id":2215,"date":"2016-09-15T10:00:19","date_gmt":"2016-09-15T08:00:19","guid":{"rendered":"http:\/\/blog.datananas.com\/fr\/?p=2215"},"modified":"2019-10-01T13:23:04","modified_gmt":"2019-10-01T11:23:04","slug":"shadow-calls","status":"publish","type":"post","link":"https:\/\/blog.datananas.com\/fr\/shadow-calls\/","title":{"rendered":"Coachez vos commerciaux avec des Shadow calls"},"content":{"rendered":"<p>Utilisez des Shadow calls pour coacher et former vos commerciaux est\u00a0essentiel pour qu&rsquo;ils progressent r\u00e9guli\u00e8rement et deviennent des Sales Superstars.<br \/>\n<!--more--><\/p>\n<p>L&rsquo;un des moyens de faire progresser vos commerciaux est d&rsquo;organiser des Shadow Calls, c&rsquo;est-\u00e0-dire de s\u00e9lectionner au hasard l&rsquo;une de leur conversations t\u00e9l\u00e9phoniques pour l&rsquo;\u00e9couter, \u00e9valuer leur performance et leur donner des conseils pour progresser.<\/p>\n<p>&nbsp;<\/p>\n<div class=\"push-cta\">\r\n<div class=\"cta-title\">Vous souhaitez organiser vos \u00e9quipes marketing et commerciales ?<\/div>\r\n<div class=\"cta-subtitle\">Acc\u00e9dez en libre consultation \u00e0 +10h de formation gratuite<\/div>\r\n<a id=\"cta-academy-organiser-equipe-commerciale\" class=\"cta-button\" title=\"Consulter dans l'academy\" href=\"http:\/\/academy.datananas.com\/o\/organiser-son-equipe-commerciale\">Consulter dans l'academy<\/a>\r\n<\/div>\r\n<script type=\"text\/javascript\">\r\n  var link = document.getElementById('cta-academy-organiser-equipe-commerciale');\r\n  analytics.trackLink(link, 'blog-fr-cta-academy-organiser-equipe-commerciale', {\r\n    pageTitle: document.title\r\n  });\r\n<\/script>\n<p>&nbsp;<\/p>\n<h2>Les Shadow calls pour vos Sales Development Representatives<\/h2>\n<p>L&rsquo;objectif principal de faire des Shadow Calls avec vos SDRs est de v\u00e9rifier qu&rsquo;ils sont capables de respecter vos scripts et d&rsquo;amener la discussion vers une \u00e9ventuelle prise de rendez-vous si le prospect est qualifi\u00e9. Vos SDRs doivent\u00a0pouvoir r\u00e9ellement <a href=\"https:\/\/blog.datananas.com\/fr\/comment-les-meilleurs-sdr-qualifient-leurs-prospects\/\">auditer les besoins de vos prospects.<\/a><\/p>\n<p>Voici quelques points que vous devriez regarder lors de ces Shadow Calls avec vos SDRs :<\/p>\n<ol>\n<li>Sont-ils capables de respecter leur script ?<\/li>\n<li>Posent-ils l&rsquo;ensemble des questions de qualification n\u00e9cessaires au scoring de vos prospects ?<\/li>\n<li>Savent-ils r\u00e9pondre aux principales objections ?<\/li>\n<li>Sont-ils capables de ne pas r\u00e9pondre \u00e0 certaines questions (par exemple celles sur les tarifs ou des questions trop sp\u00e9cifiques qui devraient \u00eatre adress\u00e9es par des Account Executives) lorsqu&rsquo;elles sortent de leur scope ?<\/li>\n<li>Sont-ils capable d&rsquo;\u00e9valuer si un prospect est int\u00e9ressant \u00e0 la fin de la qualification ?<\/li>\n<li>Savent-ils rapidement disqualifier un prospect qui ne rentre pas dans l&rsquo;ICP (et ne pas prendre de RDV si le prospect n&rsquo;est pas qualifi\u00e9)?<\/li>\n<\/ol>\n<h2>Les Shadow calls pour vos Account Executives<\/h2>\n<p>De la m\u00eame mani\u00e8re que vos Shadow Calls pour les SDRs, vous allez ici s\u00e9lectionner un rendez-vous d&rsquo;un <a href=\"https:\/\/blog.datananas.com\/fr\/dictionnaire-commercial\/\">Account Executive<\/a> et regarder les points suivants :<\/p>\n<ol>\n<li>V\u00e9rifient-ils la bonne qualification du prospect dans les premi\u00e8res minutes ?<\/li>\n<li>Est-ce que vos Account Executives dirigent l&rsquo;appel, ou est-ce qu&rsquo;ils le subissent ?<\/li>\n<li>Si le prospect n&rsquo;est en fait pas qualifi\u00e9, sont-ils capables d&rsquo;\u00e9courter l&rsquo;appel ?<\/li>\n<li>Arrivent-ils \u00e0 cr\u00e9er du confort et avoir la confiance du prospect ?<\/li>\n<li>Posent-ils les bonnes questions qui font progresser l&rsquo;appel et le rapprochent un peu plus de la vente ?<\/li>\n<li>Est-ce qu&rsquo;ils se positionnent comme un conseiller et non comme un vendeur ?<\/li>\n<li>Ont-ils des mauvais r\u00e9flexes ? Des tics de langage ?<\/li>\n<li>Sont-ils capables de r\u00e9pondre \u00e0 toutes les objections ?<\/li>\n<li>Est-ce qu&rsquo;ils prennent des notes dans le CRM et ne ratent pas d&rsquo;informations importantes ?<\/li>\n<li>Respectent-ils le process d&rsquo;avancement du call fix\u00e9 ensemble ?<\/li>\n<li>Arrivent-ils \u00e0 conclure le rendez-vous sur une next step, et si possible un closer call ?<\/li>\n<\/ol>\n<p>Cette liste n&rsquo;est bien entendue pas exhaustive. Vous pouvez regarder d&rsquo;autres points\u00a0qui pourraient \u00eatre bloquants. Par exemple : la fa\u00e7on de parler et d&rsquo;articuler, le d\u00e9bit de la voix, etc&#8230;<\/p>\n<h2>L&rsquo;\u00e9tat d&rsquo;esprit des Shadow Calls<\/h2>\n<p>Il est \u00e9galement important de briefer votre \u00e9quipe sur les bienfaits que cette pratique va leur apporter. Pour cela, il est n\u00e9cessaire qu&rsquo;ils acceptent que vous ayez un point de vue omniscient, ce qui n&rsquo;est pas toujours \u00e9vident. Il faut bien comprendre que le but des Shadow Calls est de les perfectionner; cela va donc dans le sens de tout le monde, le salari\u00e9 &amp; la soci\u00e9t\u00e9. Ce n&rsquo;est pas de la curiosit\u00e9 mal plac\u00e9e.<\/p>\n<p>Les Shadow Calls doivent \u00eatre faits dans un \u00e9tat d&rsquo;esprit bienveillant car m\u00eame les meilleurs commerciaux feront des erreurs ! Il est en effet beaucoup plus facile de remarquer les erreurs de quelqu&rsquo;un d&rsquo;autre en \u00e9coutant seulement, sans prendre part \u00e0 la conversation. Il est donc primordial\u00a0que le manager n&rsquo;intervienne pas dans le call, m\u00eame en cas d&rsquo;erreur importante, mais fasse un debrief a posteriori.<\/p>\n<p>&nbsp;<\/p>\n<div class=\"push-cta\">\r\n<div class=\"cta-title\">Vous souhaitez organiser vos \u00e9quipes marketing et commerciales ?<\/div>\r\n<div class=\"cta-subtitle\">Acc\u00e9dez en libre consultation \u00e0 +10h de formation gratuite<\/div>\r\n<a id=\"cta-academy-organiser-equipe-commerciale\" class=\"cta-button\" title=\"Consulter dans l'academy\" href=\"http:\/\/academy.datananas.com\/o\/organiser-son-equipe-commerciale\">Consulter dans l'academy<\/a>\r\n<\/div>\r\n<script type=\"text\/javascript\">\r\n  var link = document.getElementById('cta-academy-organiser-equipe-commerciale');\r\n  analytics.trackLink(link, 'blog-fr-cta-academy-organiser-equipe-commerciale', {\r\n    pageTitle: document.title\r\n  });\r\n<\/script>\n","protected":false},"excerpt":{"rendered":"<p>Utilisez des Shadow calls pour coacher et former vos commerciaux est\u00a0essentiel pour qu&rsquo;ils progressent r\u00e9guli\u00e8rement et deviennent des Sales Superstars.<\/p>\n","protected":false},"author":1,"featured_media":2255,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"yasr_overall_rating":0,"yasr_post_is_review":"","yasr_auto_insert_disabled":"","yasr_review_type":"Other"},"categories":[34],"tags":[272,103,273,271,270],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v17.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Coachez vos commerciaux avec des Shadow calls<\/title>\n<meta name=\"description\" content=\"Utilisez des Shadow calls pour coacher et former vos commerciaux est\u00a0essentiel pour qu&#039;ils progressent r\u00e9guli\u00e8rement et deviennent des Sales Superstars !\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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